DM [redacted] has been in contact with the customer and apologized for the inconvienence that this issue has caused. A full refund will be issued. An eamil has been sent with a form for the customer to fill out and return. Once the form is filled out a refund will be issued for...
District manager [redacted] spoke to the customer. After hearing the customer's concerns the video of the shop was checked and found that there was no foul play. It was noticed on the video that the technician first drained the oil and then removed the skid plate. The video then...
shows that the technician noticed something under the skid plate and proceeded to clean it off. It was not until the oil was drained on the vehicle that the technician notice that the oil filter housing was cracked. It was decided to then replace the oil filter and original housing and refil the oil in the vehicle to determine if the crack was a concern. Once the vehicle was refilled with oil it was determined that the oil filter housing was cracked and allowing the oil to drip out of the houseing. The leak would not have been noticed unless the skid plate was removed from the vehicle since the oil would have driped onto the skid plate and not the ground under the vehicle. The customer also stated that they had added approximatly 1/4 quart of oil to the vehicle during the trip to [redacted] which would account for the oil leaking out of the filter housing. District manager [redacted] contancted the customer and explained the circumstances surrounding the work and has agreed to send a copy of the video showing the initial oil change to the customer. The reason for having the customer sign the estimate is a standard practice to ensure that the work is being authorized. The customer was not forced to purchase the oil filter housing from us as the old housing could have been put back on however the leak would have remained and could have caused damage to the vehicle if left un checked over time.
We are going to take care of the rebate at the store level for [redacted] and a check was mailed to her today. We thank her for bringing this matter to our attention.
We have read the complaint filed by Mrs. [redacted]. The issue with this particular Repair is a length of warranty. Our warranty information is clearly stated on the customers repair order. Her parts were warrantied through our parts vendor for a period of 2 years from 1/10/12. Those parts would be...
covered until 1/10/14. Labor is covered for 90 days from 1/10/12 giving a labor warranty expiration date 4/10/12. Mrs. [redacted] did come in June of 2012, the vehicle concern was not duplicated at that [redacted]e and the vehicle was deemed to be performing normally. The vehicle came back with a clutch issue in March of 2013, the vehicle was out of the warranty period for both parts and labor by that point being over 2 years from the install date. Although the vehicle was out of warranty at this point we covered $669.53 of the repair and Mrs. [redacted] paid $307.47, this was done as a courtesy and was not done on warranty since the vehicle was out of warranty as stated above.
In December of this year Mrs. [redacted] took the vehicle to another Meineke (not in our chain) and had them repair the vehicle, once again we stepped up and paid out of pocket for the clutch kit since we were out of warranty with our parts vendor and could not claim it via our warranty program, the Meineke that did the labor repair did not know until after the repair was done that the original repair was done at our Meineke in Highlands Ranch, when we called and spoke to that shop they had no Idea it was an issue with our store, at that [redacted]e we paid them directly for the parts and Mrs. [redacted] paid for the labor which was out of warranty by over 3 years at that point. As a courtesy we authorized our District manager to offer her a in store credit for the $307.47 in an attempt to resolve the issue, Mrs. [redacted] elected to go through the Revdex.com complaint process instead. We have included a copy of our warranty.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is still a work in progress. I have emailed the manager the receipts to get my vehicle fixed correctly and an still waiting to hear back from [redacted] the manager.
Sincerely,
[redacted]
Charging a customer for deglazing brakes and adjusting "self-adjusting" brakes is absurd. Original brakes lasted almost 90,000 miles. There has been no change in driver, driving conditions or geographical location. Since Meineke changed my brakes (twice in a month due to their mistake), they have never been the same and have always squealed. Even after "deglazing" they still squeak. I have noticed no change since their service and charges to me on October 31, 2016. I have a difference of opinion from their response and am not satisfied. I will continue to discourage anyone else to go to this Meineke location. I feel I was taken advantage of and charged for services that were not necessary and did not fix the problem.
Initial Business Response /* (1000, 5, 2015/06/02) */
We tried contacting [redacted] today but have not gotten a hold of him yet. We would be happy to clean the garage floor for him at a time of his choosing. We just need him to call us back. Thanks!
Initial Consumer Rebuttal /* (3000, 7,...
2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I never got or missed a call from Meineke. And I am not interested in calling them since the way they did the business with made me sick. The guy (the store manager?) was very rude.
Secondly, cleaning the garage was one of the problems I asked them to fix.
Just to repeat what I asked them to do,
1. Clean or replace my garage floor back to what it was.
2. Clean the leaked oil on the bottom of the car in the front.
3. Warranty any potential damaged parts including Engine because of running with extra oil.
Final Business Response /* (4000, 12, 2015/08/06) */
We will offer to clean the customer's garage floor but there is nothing to warranty out from the oil level being 1/4 of a quart to high. The customer can reach out to us if he would like us to come out and take care of the garage floor.
Initial Business Response /[redacted]/
From: [redacted] (mailto:[redacted]@denvermeineke.com)
Sent: Friday, June 12, XXXX X:XX PM
To: [redacted] Miera
Subject: (SPAM) Re: Revdex.com Complaint #75254992 [redacted]
Hi [redacted]
We still have not heard back from the customer after several...
attempts. I tried inputting our response into the system tonight but this is what I am receiving:
DM [redacted] has been in contact with the customer and apologized for the inconvienence that this issue has caused. A full refund will be issued. An eamil has been sent with a form for the customer to fill out and return. Once the form is filled out a refund will be issued for...
the full amount of $430.91.
District manager [redacted] spoke to the customer. After hearing the customer's concerns the video of the shop was checked and found that there was no foul play. It was noticed on the video that the technician first drained the oil and then removed the skid plate. The video then...
shows that the technician noticed something under the skid plate and proceeded to clean it off. It was not until the oil was drained on the vehicle that the technician notice that the oil filter housing was cracked. It was decided to then replace the oil filter and original housing and refil the oil in the vehicle to determine if the crack was a concern. Once the vehicle was refilled with oil it was determined that the oil filter housing was cracked and allowing the oil to drip out of the houseing. The leak would not have been noticed unless the skid plate was removed from the vehicle since the oil would have driped onto the skid plate and not the ground under the vehicle. The customer also stated that they had added approximatly 1/4 quart of oil to the vehicle during the trip to [redacted] which would account for the oil leaking out of the filter housing. District manager [redacted] contancted the customer and explained the circumstances surrounding the work and has agreed to send a copy of the video showing the initial oil change to the customer. The reason for having the customer sign the estimate is a standard practice to ensure that the work is being authorized. The customer was not forced to purchase the oil filter housing from us as the old housing could have been put back on however the leak would have remained and could have caused damage to the vehicle if left un checked over time.
We are going to take care of the rebate at the store level for [redacted] and a check was mailed to her today. We thank her for bringing this matter to our attention.
We have read the complaint filed by Mrs. [redacted]. The issue with this particular Repair is a length of warranty. Our warranty information is clearly stated on the customers repair order. Her parts were warrantied through our parts vendor for a period of 2 years from 1/10/12. Those parts would be...
covered until 1/10/14. Labor is covered for 90 days from 1/10/12 giving a labor warranty expiration date 4/10/12. Mrs. [redacted] did come in June of 2012, the vehicle concern was not duplicated at that [redacted]e and the vehicle was deemed to be performing normally. The vehicle came back with a clutch issue in March of 2013, the vehicle was out of the warranty period for both parts and labor by that point being over 2 years from the install date. Although the vehicle was out of warranty at this point we covered $669.53 of the repair and Mrs. [redacted] paid $307.47, this was done as a courtesy and was not done on warranty since the vehicle was out of warranty as stated above.
In December of this year Mrs. [redacted] took the vehicle to another Meineke (not in our chain) and had them repair the vehicle, once again we stepped up and paid out of pocket for the clutch kit since we were out of warranty with our parts vendor and could not claim it via our warranty program, the Meineke that did the labor repair did not know until after the repair was done that the original repair was done at our Meineke in Highlands Ranch, when we called and spoke to that shop they had no Idea it was an issue with our store, at that [redacted]e we paid them directly for the parts and Mrs. [redacted] paid for the labor which was out of warranty by over 3 years at that point. As a courtesy we authorized our District manager to offer her a in store credit for the $307.47 in an attempt to resolve the issue, Mrs. [redacted] elected to go through the Revdex.com complaint process instead. We have included a copy of our warranty.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is still a work in progress. I have emailed the manager the receipts to get my vehicle fixed correctly and an still waiting to hear back from [redacted] the manager.
Sincerely,
[redacted]
Charging a customer for deglazing brakes and adjusting "self-adjusting" brakes is absurd. Original brakes lasted almost 90,000 miles. There has been no change in driver, driving conditions or geographical location. Since Meineke changed my brakes (twice in a month due to their mistake), they have never been the same and have always squealed. Even after "deglazing" they still squeak. I have noticed no change since their service and charges to me on October 31, 2016. I have a difference of opinion from their response and am not satisfied. I will continue to discourage anyone else to go to this Meineke location. I feel I was taken advantage of and charged for services that were not necessary and did not fix the problem.
Initial Business Response /* (1000, 5, 2015/06/02) */
We tried contacting [redacted] today but have not gotten a hold of him yet. We would be happy to clean the garage floor for him at a time of his choosing. We just need him to call us back. Thanks!
Initial Consumer Rebuttal /* (3000, 7,...
2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I never got or missed a call from Meineke. And I am not interested in calling them since the way they did the business with made me sick. The guy (the store manager?) was very rude.
Secondly, cleaning the garage was one of the problems I asked them to fix.
Just to repeat what I asked them to do,
1. Clean or replace my garage floor back to what it was.
2. Clean the leaked oil on the bottom of the car in the front.
3. Warranty any potential damaged parts including Engine because of running with extra oil.
Final Business Response /* (4000, 12, 2015/08/06) */
We will offer to clean the customer's garage floor but there is nothing to warranty out from the oil level being 1/4 of a quart to high. The customer can reach out to us if he would like us to come out and take care of the garage floor.
Initial Business Response /[redacted]/
From: [redacted] (mailto:[redacted]@denvermeineke.com)
Sent: Friday, June 12, XXXX X:XX PM
To: [redacted] Miera
Subject: (SPAM) Re: Revdex.com Complaint #75254992 [redacted]
Hi [redacted]
We still have not heard back from the customer after several...
attempts. I tried inputting our response into the system tonight but this is what I am receiving: